Frequently Asked Questions

Is your online store secure?

Yes – the gateway of our payment services provider is secured by industry-standard Secure Sockets Layer (SSL) protocol with 256-bit data encryption. SSL encryption is a data coding procedure for the prevention of unauthorised access during data transfer on the internet. We do not receive, process, or store your credit/debit card information at this website.

Is my information private?

Yes – your name, address, telephone, email, and all other personally identifiable information is treated as private and is only used to fulfil orders. Your information is never shared with any third party (with the exception of our payment service provider who needs this information to clear your order). We do, however, reserve the right to share any necessary information in the event of attempted credit card fraud.

Will I get an order confirmation?

Yes – you will receive an automatic confirmation email immediately after you have placed your order. As the email contains important information regarding the transaction, as well as delivery and customer care information, we recommend that you retain it at least until your goods have arrived.

Where do you ship to?

We ship worldwide. The majority of our retail business currently comes from Europe, United States, Australia, and Japan, but we also serve clients in many other parts of the world. Check our online order form (after you've clicked "Checkout") and if your country of residence is listed, we will be happy to serve you.

How soon will my order ship?

Virtually all orders for our 10ml and 30ml products ship within 48 hours of receipt (except at weekends). Please note, however, that orders for total fluid amounts exceeding 0.5 litres may take a little longer to dispatch as they require compliance with appropriate transport regulations and are therefore subject to more limited cargo options. Thank you for your understanding.

When will my goods arrive?

That depends on where you are in the world. European and North American clients usually receive their orders in 7-10 days. Please allow 10-14 days for Australia, Japan, Southeast Asia, and the rest of the world. Do know, however, that we cannot be held responsible for any unforeseen transit delays such as during busy periods and holidays. Again, orders for total fluid amounts exceeding 0.5 litres may take longer to arrive as they are subject to compliant cargo space availability at the time of your order.

How much is shipping?

Current shipping fees, both for Priority AirService and Registered Priority AirService, to all worldwide locations are displayed on our purchasing page and automatically applied at checkout. The total quoted at checkout is final. Despite your location and regardless of the number of items you purchase, there is never any extra shipping fee added.

How can I pay?

We welcome payments by VISA™, MasterCard™, Maestro™, Diners Club™, Discover™, and American Express™ cards through a secure online payment gateway.  We do accept PayPal™, cheques, money orders, or bank transfers.

Can I cancel/return my order?

You may cancel your order any time before it ships, for any reason whatsoever. We will simply not process it if you notify us in time, or refund your payment in full if already charged by the time we receive your cancellation request. You may also return any unused products in their original packaging within 21 days of purchase. You must, however, notify us of your intention to return the products, and you will be responsible for the return shipping cost. A refund will be provided within 48 hours of our receipt of the goods.

Why was my order was cancelled?

We reserve the right to refuse orders, especially in cases of suspected credit card fraud. Please contact customer care if you believe we have cancelled your order in error.

in London, EC3V, if you have any further questions about our room odorizers, liquid aromas, and exotic leather cleaners, as well as our order process.